Mehmet Demir

With data at the center of every contact center, it’s essential for managers to make informed real-time decisions to improve the overall efficiency and effectiveness of every customer workflow, process, and interaction. The ability to react in real time ensures that customer needs are being met promptly.

Contact centers generate large amounts of data from self-service interactions, call and chat transcripts, and sentiment analysis that can be used to gain valuable insights into customer intents and behaviors such as propensity to buy or churn. In this chalk talk, learn how to use Amazon Connect to generate insights from your data that can lead to improved personalization, routing, customer...